White Paper

Lessons from the Leading Edge of Customer Experience Management

A Harvard Business Review Analytic Services Report

About this paper

Top organizations are improving both customer loyalty and profitability by creating consistently positive experiences for their customers. But many new ideas are emerging for how to create both unique and superior customer experiences that make a difference. This Harvard Business Review research paper examines how forward-looking organizations take a strategic approach to the customer experience, including how to design, implement and manage the customer experience in a disciplined way; overcome channel and data challenges; and develop best practices around customer understanding, measurement, design and strategy.

About SAS

SAS is the leader in analytics. Through innovative analytics, business intelligence and data management software and services, SAS helps customers at more than 83,000 sites make better decisions faster. Since 1976, SAS has been giving customers around the world THE POWER TO KNOW®.